Maurice Matthew UX/UI Product Design

Background · Company devices used for operations

Whether it’s a device used for navigating during a route, or a health care worker using a device to communicate with others while on a shift, company assigned devices have become a crucial part of operations while on the job.

Problem · Hardware and productivity costs from users signing into every app

Some workers rely on a series of applications that help them get the job done. But each app requires user authentication to access critical information directly relating to their role and responsibilities

Every shift user spend unproductive time logging in to each app.

How might we lower device costs for customers and reduce time spent for end users gaining access to every app?

Complex systems · A fragmented path to SSO and Shared Devices

Do to architecture of MobiControl, IT Admin would need to relocate towards 5 touch-points in the product to get Shared Device with Single Sign-On up and working in no particular order; Profiles to configure Feature Control; Apps Policy to configure Microsoft Authenticator with Shared Device and SSO capabilities; Microsoft 365 to provide the device access to Microsoft applications; Directories to properly configure user groups with the application needed for these features; and Shared Device configuration to bind everything together.

• Configure connection to applications under single sign-in

• Access to user info for sharing a device

• Setup an app for passwordless sign-in for various accounts

• Push an application to devices capable of single sign-on

• Enable shared device mode on devices

User flows · Key "happy paths" for this feature

Push app to devices

Creating access from the product to resources

Accessing user information

Assigning an app to do single sign-on

System thinking · One ID to rule them all

• Configure connection to application under single sign-in

• Push an application to devices capable of single sign-in

• Access to user info for sharing a device

UX advocating · Approval from Stakeholders to simplify the user flow for configuring shared device mode and SSO

Those that will be using SSO and Shared Device mode are our end users, but those who would be configuring this feature for them would be IT Admin within their oganization. As another user segment for this feature, they require a simple and seamless experiencee as well. With other similar features, the product would have the user relocate to other areas within the product to get all the pre-requisites set up. As we pushed to have the entire configuration under one location, the team needed the senior stakeholders to green light our flow to this "one-stop-shop" solution.

Iteration 2 · Complexity with purpose

With all the dependency issues that may come up from allowing our new "one-stop-shop" configuration modal to send the application capable of SSO down to the device, we decided to keep it separate and guide the user to this configuration later if the system realizes that they do not already have it.

Iteration 3 · One modal, many sources—secured by design

In reality, this new consolidated setup is a collection of setup environments that already exists across the product, tucked neatly into one modal. Therefore, if a change happens in one of these environments outside of the modal, this would then be reflected within the modal, and vice-versa. With this concern, the architecture team requested that we make a clear distinction between the "promisable" (data not affected by external changes) and "non-promisable" (data fetched from other areas within the product) areas within the configuration, to help prevent IT admin from making a change that may break this configuration.

Results · Smarter resource use

This feature resulted in our customers increasing employee productivity without limiting their security needs, with champions being Fortune 500 organizations in the retail space

Lower device costs

instead of provisioning individual devices for each employee (e.g., frontline workers, retail staff, or shift workers), companies can provide one device per shift or per station.

Increase in productivity

With a 1 to many log in experience, shift workers no longer have to waste time at the beginning of logging into every app needed for work.

Feature learnings

1. Advocating for better UX

At the beginning of this feature, the expectation would bring the IT Admin all over the product to configure Shared Device Mode and Single Sign-On - creating a very broken, and unguided experience, which left many room for error. Through pushing for improvements to the user's experience the team and I were able to craft something that challenged other configuration within the product but is a step closer to improving the overall user journey for features within our product.

2. Working with complex systems

With the level of complexity within the product as well as the configurations for these features, I got the opportunity to work, not bootstrap-4-card-on-hover-overlay-image-only close to Product Managers, Designers, and Developers, but also Senior stakeholders and those from the architecture team. With so many facets to this feeaturethere were many checks that needed to happen to ensure that senior stakeholders were okay with us breaking the norm, but also pleasing the Architecture team to ensure we are upholding the credibility of the product's system.